Offline days are not updating

I have a user that the offline days are not updating for them. The only way that they will update is if we log into to the admin console on the user's computer and then clear the offline cache. The activity monitor shows that the offline data download was successful after clearing the cache then the user has an additional 14 days. I already tried to update the file that other posts say can get corrupted but that did not fix the issue. This is the only user of all of our users that this is happening to so I don't think that the firewall is blocking it either. Does anyone have any idea what could be the culprit?

We had this with a user even when using 7.4 and it was invalid proof due to the user logging in with an alias rather than the principal account. Also found that running the upgrade on an affected user carries the issue over, whereas an uninstall and fresh install appears to clear it. Still early days for us and testing but I still have an open ticket with RSA for this which is currently with engineering rather than support